• Develop and maintain an effective business relationship with clients promoting open communication for support and feedback purposes.
• Review and understand the terms of the assigned client’s contract.
• Produce SLA/KPI reporting based on the client contract requirements. Notify Sales if credit is due to the client.
• Meet with assigned clients on an agreed schedule to review service and operational performance.
• Ensure the timely and efficient delivery of operational support service for clients.
• Generate Service Request Form (SRF) for assigned clients for simple Add/Moves/Changes.
• Provide billing detail to Operations Billing Coordinator for simple Add/Moves/Changes.
• Identify issue trends thru periodic trouble ticket review and ensure proper escalation within the company.
• Provide approval to NOC for Field Technician dispatch prior to contacting Field Services.
• Identify commercial opportunities with assigned customers and provide feedback to Sales.
• Adhere to a safety culture where safety comes before production.
• Ensure compliance with global processes and procedures.

• Strong knowledge and experience of Satellite Communication technologies (e.g. SCPC, TDMA, and Mesh). Detail oriented individual with proven ability to prioritize and multi-task.
• Ability to offer creative solutions and resourceful problem-solving skills a must.
• Participate in a high-performance operational team focused on customer service.
• Energetic self-starter with the ability to work in a fast-paced environment under general supervision and direction. Must have flexibility of working extended hours as needed, and the ability to work independently.
• In addition to independent qualities, the ability to work well as part of a regional and virtual teams across multiple geographies/vertical markets.
• Well organized, effective written, verbal and presentation skills. Ability to prepare and present clear and concise oral and written opinions, reports and presentations.
• Proficiency with the Microsoft Office suite (Word, Excel, PowerPoint and Outlook).
• Demonstrated ability and skills to engage and influence stakeholders required to deliver support.
• Demonstrates drive and determination to achieve success while being a self-motivator who sets clear direction and priorities.
• Good understanding of cultural sensitivities in the areas of work.

Education Requirements

• Bachelor’s Degree/equivalent educational qualification in Information Technology, Electronic Communication, Computer Science or related field and 6 plus years of related experience; or 10 years direct field service experience in the industry may be substituted in lieu of degree.

Working Experience

• 5 or more years of Service Delivery or Project Management experience.
• Must have demonstrable and significant experience in Onshore/Offshore Oil & Gas, Maritime and Enterprise markets.

Working Conditions/Physical Elements

• Must be able to pass pre-employment and random drug and alcohol screens. ITC Global maintains a zero-tolerance drug and alcohol policy.
• Vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

Travel Requirements

• Minimal travel to other ITC Global offices or client visits may be required.